DISPUTE COMPLAINTS RESOLUTION THROUGH BANKING MEDIATION

Refer to:

1. Regulation of Members of the Board of Governors No. 23/17/PADG/2021 dated September 9, 2021 concerning Procedures for Implementing Bank Indonesia Consumer Protection.
2. Financial Services Authority Regulation No. 18/POJK.27/2018 dated 10 September 2018 concerning Consumer Complaint Services in the Financial Services Sector; and
3. No. 61/POJK.07/2020 dated December 14, 2020 concerning Alternative Dispute Resolution Institutions in the Financial Services Sector; and
4. No. 31/POJK.07/2020 concerning the Implementation of Consumer and Community Services in the Financial Services Sector

We hereby inform you that Bank Indonesia and OJK have carried out the banking mediation function as a simple, inexpensive, and fast means of resolving customer complaints by Banks have not been able to satisfy customers and cause disputes between customers and the bank.

Mediation Through Bank Indonesia:

1. Customer has submitted a complaint to the Bank, but there is no agreement between the Customer and the Bank.
2. The problem that is complained of is a civil matter that has never been processed by a court, dispute resolution agency/institution, or other competent authority.
3. Customer experiences a potential financial loss caused by the Bank with a certain value determined by Bank Indonesia.
4. The value of the potential financial loss is set at a maximum of IDR 500,000,000.00 (five hundred million rupiah) generated by the Operator in the field of Payment Systems, Money Service Activities Operator, and other parties regulated and supervised by Bank Indonesia.

5. Requests for facilitation are submitted in writing by filling out the Facilitation Application Form which must be accompanied by the following supporting documents:

   1)Copy of the letter of resolution of the complaint given by the Bank to the Customer.

   2)Copy of valid identity card.

   3)A statement letter with sufficient stamp duty signed that the problem being complained of is a civil matter that has never been processed by a court, dispute resolution agency/institution, or other competent authority.

   4)Copy of supporting documents related to the problem posed.

   5)Copy of power of attorney, in the event that the submission of dispute resolution is authorized.

   6)In the event that the complaint is submitted by a party representing the Customer, the request for facilitation must be accompanied by a copy of valid identity card of the party representing the Customer and a power of attorney from the Customer.

   7)Customer's power of attorney must be in the form of a special power of attorney without substitution rights, with sufficient stamp duty, and at least includes: :

   a)Identity of the power of attorney and the recipient of the power of attorney; and

   b)The power of attorney given includes the authority of the recipient of the power of attorney to participate in the facilitation, make an agreement in the facilitation, and sign documents related to facilitation.

6. Submission of a complaint to Bank Indonesia does not exceed 60 (sixty) working days from the date of submission, the result of a written complaint settlement from Bank to the Customer.

7. Submission of complaints to Bank Indonesia can be submitted through the following facilities:

   • Visiting Bank Indonesia Head Office (BI Talk Visitor Center) or Domestic Bank Indonesia Representative Office.
   • BI Bicara Call Center: 1-500-131
   • Email : bicara@bi.go.id
   • Website: www.bi.go.id

Mediation Through OJK:

1.Dispute Indicated Complaints are expressions of Customer dissatisfaction caused by the existence of material, reasonable and direct losses and/or potential losses to the Consumers because the Bank does not fulfill the agreement and/or financial transaction documents that have been agreed upon.

2.Submissions for resolution of complaints indicating disputes that can be facilitated through OJK are:

• Complaint submitted is not a dispute in process or has been decided by an arbitration institution or judiciary, or an alternative dispute resolution institution.
• Customer suffers a loss and or potential material loss caused by the Bank in a maximum amount of IDR 500,000,000.00 (Five hundred million Rupiah).
• Complaints indicating that the dispute submitted is civil in nature.
• Complaints submitted have never been facilitated by OJK.
• Submission of complaint resolution indicating a dispute does not exceed 60 (sixty) working days from the date of response to Complaint submitted by the Bank to the Customer.
• Bank has made efforts to resolve the complaint indicating a dispute but the Customer refuses the resolution;

3.Requests for facilitation are submitted in writing by filling out the Facilitation Application Form which must be accompanied by the following supporting documents:

• Copy of the letter of settlement of the complaint submitted by the Bank to the customer.
• Copy of valid identity card.
• statement letter signed on sufficient duty stamps that the dispute submitted is not in process or has received a decision from an arbitration institution, judiciary or alternative dispute resolution institution and has never been facilitated by the Financial Services Authority/Bank Indonesia; (statement letter format is available based on applicable regulations).
• Copy of supporting documents related to the complaint indicating the proposed dispute; and
• Copy of power of attorney and identity of the recipient of the power of attorney, if the complaint is filed.

4.Submissions for settlement of complaints indicating a dispute to OJK can be submitted through the following means:

• OJK Call Center: 1-500-655
• Email : konsumen@ojk.go.id
• Visiting:

Bidang Edukasi dan Perlindungan Konsumen

Direktorat Pembelaan Hukum Perlindungan Konsumen OJK

Gedung Radius Prawiro Lantai 2

Komplek Perkantoran Bank Indonesia

Jl. MH Thamrin No: 2

Jakarta Pusat 10350

With a copy submitted to the Bank

Mediation Through Alternative Indonesian Banking Dispute Resolution Institutions (LAPSPI):

1.Financial Services Sector LAPS can handle Disputes with criteria :

a.Complaints have been resolved by the Bank but were rejected by the Customer or the Customer has not received a response to the complaint as regulated in the Financial Services Authority Regulation regarding customer complaint services in the financial services sector.

b.Dispute submitted is not a Dispute in process or has been decided by a judicial institution, arbitration, or other alternative dispute resolution institution; and

c.Disputes of a civil nature.

2.Dispute resolution through the said institution must be preceded by an agreement between the Customer and the Bank which agrees that if the dispute cannot be resolved amicably, then both parties agree to resolve it through LAPS in the financial services sector. The consent of the disputing parties to use the LAPS can be made before or after the dispute occurs.

3.Submission of complaints to LAPSPI can be submitted through the following means :

• Phone: 021-5252533
• Website: http://lapspi.org/
• Visiting LAPS Office:

Lembaga Alternatif Penyelesaian Sengketa Perbankan Indonesia (LAPSPI)
Griya Perbanas Lt.1

Jalan Perbanas, Karet Kuningan

Setiabudi, Jakarta

With a copy submitted to the Bank